Yet when it comes to more complex matters, we still like to talk to somebody on the phone. Somebody patient, who listens and understands why you want to throw your television out of the window after hours of trying to connect your game console and wireless speaker. Someone who helps you until it is fixed and leaves you satisfied with the awesome stuff you bought!
Both human and automated customer care play an important role in creating customer satisfaction. Today’s customers have high expectations. As a company, you need to apply the available tools at the right time for seamless customer experience.
When implemented correctly, AI-based technologies prove very helpful. Customers no longer need to wait for an agent to be available, while listening to Für Elise for the 5th time, just to report their new address. They do not need to spell their name and address when these can be either typed into the chatbot or picked up by voice recognition in combination with database checking in the background. This saves a lot of time and annoyance on the customer’s side, while for a company it saves time and money when basic questions and information requests are automated. A win-win, both in customer satisfaction and efficiency.
However, these technologies have their limitations. While customer questions become more predictable using big data, chatbots and Virtual Customer Agents, can these compete with a human agent when it comes to personal attention?